Table of Contents
Q.1 what is registration? Explain the points to be followed while registering:
a) Groups. b) VIP’s
Registration Is one of the steps in the check in process of a guest in a hotel. It is a legal procedure to be followed. Registration document is an agreement between the guest and the hotel. The guest by signing the registration form agrees to follow the rules of the agreement and pay for the services received and the hotel agrees to provide the services. By clearly entering all the details on the registration form it helps the receptionist to follow up with the guest during the stay and also while the guest checks out.
Points to be followed while registering:
Group: Always try and pre register the group as far as possible. The reservation department should receive a finalized rooming list of group member names and room preferences from the group leader or organizer someday in advance before arrival.
- FO staff can prepare a set of individual registration card to room numbers are added and room key attached.
- The card and key, together with group programme and a map and brochure of the hotel can be put into individual envelopes or welcome packs for the group.
- When the group arrives they can be directed on a separate desk where they can sign and envelopes can be handed over as well and they can proceed to their room without any delay.
VIP’S: This is normally noted at the time of reservation so as to alert the front desk, room service and the housekeeping to provide special attention to a guest. These guests are often assisted by the F.O.M. Or L.M. or G.R.E. and are accompanied to their assigned room where the registration normally takes place. A V.I.P represents direct business or good publicity to the hotel. Mostly company presidents, conference organisers, and regular guests are given this status. Distinguished guests are honoured by their position rather then their economical value such as royal dignitaries, presidents, Prime ministers, etc.
OR. (i) what is self check-in terminal?
Hotels increasingly use kiosk systems to process check-in and check-out. At check-in, guests authenticate themselves with an ID document to complete an existing booking. After that the guest receives the room key (chip or swipe cards) as well as a printout of the room number and further information (breakfast times, WLAN voucher and others). Particularly at trade fair events or at occassions when many guests have to check out simultaneously, this type of system leads to an increase in customer satisfaction. Additional functionality such as regional information or even booking leisure facilities further increases satisfaction.
(iii) explain in brief the advantages and disadvantages of having self check-in terminals.
Advantages:
1. No Waiting Lines
People often have to wait in line for hours to check-in at the reception desk during the busy season. However, a busy season is not the only reason guests may have to stand in a long queue before they can hit their comfy bed. Sometimes, staff shortage is the culprit, the lack of training can hamper operations too, or the front desk manager can be busy with something else and endless such reasons. Whatever the reason is, if the guests have to spend more time waiting in a line, they are less likely to come back to the same hotel the next time.
2. Increased Revenue Opportunities
More often than not, customers are likely to use a self-check-in kiosk, as they can use it at any convenient hour. Guests will choose a calm and comfortable moment to register themselves. Thus, the self-check-in system will be able to get their complete attention when they are checking themselves in. It is a great opportunity for up-selling other products and services. In short, hotels can not only automate the tedious check-in process, but also suggest other value-added offers, amenities, in-house services, and special packages for regular customers.
3. Reduced Labor Costs
The second biggest advantage of installing a self-service kiosk in the hotel is the reduction in labor costs. Though a kiosk can’t replace the reception desk completely, it can surely reduce dependence on manual labor to a reasonable extent, particularly the night-shifts as this is usually an expensive resource. That’s why a self-check-in kiosk is probably one of the best ways to save money.
Even during the day, self-check-in systems will allow hotel staff to focus on the important tasks that need their personal interaction and attention, improving overall service quality.
4. Avoiding Manual Errors
How many times has the receptionist at a hotel misspelled your name? Or booked you in a honeymoon suite even if you were on a business trip? Unfortunately, we all have faced such mix ups and the consequences thereof from time to time. However, an automated check-in process can help overcome such manual errors. In fact, self-check-in systems can take customer engagement to the next level. A self-check-in can accurately register customer information as customers themselves enter the details during the check-in process. So, the chances of errors are minimal. The staff can retrieve their information from the hotel Property Management System (PMS) for the next time the same guest fast checks-in.
5. Better Use of Hotel Resources
An exceptional hotel-stay experience is a foundation for winning customer loyalty and building a bond of trust. Utilizing the hotel resources to their highest potential is perhaps the only way to achieve this. A self-check-in kiosk, when connected with the hotel’s PMS, can take customer service to a whole new level. For example, a customer can book a room as soon as it is ready. The real-time optimization will allow the hotel staff to share the data across various departments, enabling them to divert extra human resources towards other important tasks.
Disadvantages:
1. Lack of Personal Interaction- It can be irritating for the customers to check-in via machine because they do not get any personal attention from the machine and also they cannot have a brief conversation with it, but all these things they can do with them who are behind the counter.
2. Difficult to use- Self-service technology is easy to use for them who have a little technical knowledge but it will be difficult for those who don’t have any idea about the kiosk technology; especially, when they require assistance or when bar codes are not scanning properly.
It cannot resolve complex issues for the guests and it’s not possible for the hotel staff to keep a close eye on every customer transaction on self-checkouts.
3.Costly Installation- The installation of self-service system is very costly. Business organizations, who have very limited budget, don’t even think about it. Business owners also have to bear some cost on a training program which would be provided to their employees, else staff won’t be able to manage the machine properly. You have to also pay the regular maintenance charges when the self-service system is put into your place.
Q.2. (a) What do you understand by the term ‘Rack Rate’?
(b) Enlist and explain any eight types of special rates offered by hotels.
RACK RATE: is the standard price determined by the management. hotel design a standard rate for each category of rooms offered to the guest. These are the highest possible rate for each category of rooms. Different types of special rates offered by hotels.
- Corporate rates: these are the promotional rates to attract the corporate market segments. These are generally 10 to 20 % below the rack rate.
- Package Rates: It covers all expenses of accommodation, food, transportation, sight-seeing, entertainment etc. These are normally for a fixed period of time, e.g. 4 days and 3 nights. These can be meeting, marriage or holiday’s package.
- Seasonal rate: depending on the desirability of a location at a particular time of the year, destination mayhave a high or a low season and rate also change accordingly.
- Advance purchase rate: it is a new concept; heavy discounts are given on room booking done in advance.Discounts depend upon advance period and number of rooms booked.
- Week day and week end rates: hotel occupancy change with regard to the days of the week and rate goes low with decrease in occupancy and goes up with increase in occupancy, e.g. down town hotels are busy on week day whereas resorts are busy on weekends.
- Day and half day rate: rates offered to guest using room for few hours.
- Group Rate: Groups (G.I.T – Guest in Transit) are given special rates due to the number of rooms taken by them at a time. A group under standard stipulation comprises of 15 guests or more. Based on the discretion of the Management, the group leader may be given a complimentary room for a minimum of 15 paying customers.
Guests who do not come into any of the above groups are called as ‘F.I.Ts’ or Free Individual Travellers. i.e., they are not part of any group or company enjoying special rates. When these are Indians or Domestic clientele, they are referred to as ‘D.F.I.T’. or ‘Domestic Free Individual Traveller’. Similarly, if the guest is not a domestic traveller i.e., if he is a foreigner, then he is called as ‘F.F.I.T’. or ‘Foreign Free Individual Traveller’.
- Tour rates: these are special discounts that are given to wholesalers who operate series of tours for groups arriving and departing together.
- Company Guaranteed Rates (CGR): Companies which give regular guaranteed business to the hotel are given discounts.
- Company volume guaranteed rate (CVGR)-Based on the room night potential of different companies, certain hotels give a special rate to those companies which contribute a large volume of room nights. This special rate offered came to be called as the ‘Company Volume Guaranteed Rate’ (C.V.G.R) or ‘Company Guaranteed Rate’ (C.G.R.). The higher the volume of business, the higher was the percentage of discount given. For this purpose, all those companies which offer a large quantum of business could be ‘A’ rated. As the contribution figure dipped, the company rating would also drop to ‘B’ or even ‘C’ for those with a relatively poor volume of business.
- Employee rate– Employees of major hotel chains have a special employee rate for all employees at theirmember hotels within the chain. This is however based on the availability of space and policy of the individual hotel.
- Travel agent rate: travel agents provide substantial volume of business to hotels; hence hotels offer themspecial discounts and commissions.
- Government rates: these are the discounts given to the government official travel for official purpose.
- Educational rate: these are the special rates offered by hotels to students and educationists who have a limited travel budget. They provide a large chunk of repeat business to hotels.
- Membership rate: rates offered to the guests who are the member of influential organization or memberships offered by hotel that provide volumes of business to hotels.
- Introductory rate: rates offered by new hotels or hotels providing new services to the market.
Q.3. (a) What is Centralised Reservation System?
Central Reservation System (CRS) (Fully automatic system) Also known as central reservation office, (CRO), it is generally used by chains. The concept of central reservation office is simple. A chain of hotel which has a CRO system has reservation office in different cities although they may have no unit operating in that city. All the units of the chain are inter-linked with CRO/CRS of the chain. The units allocate a particular percentage of the total number of rooms to CRO/CRS. It becomes the responsibility of CRO/CRS to book these rooms for the hotel. For providing this service, the units give a particular percentage of commission to CRO/CRS. Over a period of time a close watch on the performance of CRO/CRS is kept. If the CRO is not able to book the allocated number of rooms then the unit can withdraw rooms from CRO and also if the CRO is able to book more rooms than allocated to them, more rooms can be given to CRO for booking. If any such changes in the allocated number of rooms are made, both the parties must very clearly understand this so as to avoid any double booking. CRO can also be an independent organization unattached to any chain or hotel company. This type of CRO offers a greater range of hotels over a wide area. This gives each member a wider market of prospective customers. The biggest example of one such CRO is Omaha (Western International). How big and wide is the scope depends upon the number of hotels participating in it. CRO of a is usually located in flagship hotel of the chain. CRS is very useful for those units of the chain is which normally are not doing well on their own.
EXAMPLES OF CRS 1. Opera 2. MARSHA 03. Taj Central Reservation System 04. Leading Hotels of the World 05. Utell 06. Best Western Hotels 07. Welcomnet 08. Holiday Inn Worldwide
(b) Explain in detail the step by step procedure of booking a guest room.
Room reservation is taken or handle by reservation assistant requested by prospective guest in the hotel.While handling the reservation request one should be aware of the information necessary to load in the reservation form. It may be accept in any modes and from any sources but the procedure will be same for all. The different steps that are involved in the reservation procedure are;
- 1. Receiving the reservation request.
- 2. Determining the availability of room.
- 3. Accept or deny the reservation request.
- 4. Document the reservation details.
- 5. Confirming the reservation.
- 6. Maintaining the Whitney rack.
- 7. Blocking off the room on the reservation chart.
Steps for Reservation:
1. As soon as the guest request for the reservation of room inquire the guest about the type of room and date required.
2. After the mention the type of the room and date, look at the room status board and the reservation chart for the availability of requested room.
3. If the date indicates fully booked, politely tell the guest that the room are not available. If the room are available then be ready with a reservation form to inter the guest details.
4. When a reservation request are accept the details concerning the guest should be enter on the reservation forms and again those details to the computer.
5. Inure the guest about the confirmation of reservation. It is necessary to ask to send the confirmation charge and written confirmation.
6. Type out the reservation slip into the two copies. Keep one in Whitney rack and attach another with reservation form.
7. Block off the room on the reservation chart with the help of pencil.
OR (a) Explain the difference between guaranteed and non-guaranteed reservation.
Guaranteed reservation: a guaranteed reservation is a confirmation that the hotel will hold the reserved room for the guest and not release it to any other guest even if the guest doesn’t arrive on time. The guaranteed reservation can be obtained through one of the following ways:
- Pre payment: part or full
- Contractual agreement: with travel agencies/ tour operators
- Corporate house
- Allotment
Non Guaranteed Reservation:
When a guest confirms a reservation at a hotel but doesn’t guarantee it with an advance deposit it is known as non- guaranteed reservation. In this type of reservation the hotel agrees to hold a room for the guest till the cancellation hour, until the guest informs the hotel about the late arrival. The cancellation hour is generally 6 hr time.
(b) Enlist any three situations in which a reservation request may be denied by a hotel.
Denial of reservation directly means loss of revenue. But there are certain situations when the reservation staff turns down the reservation for the guests or agents. The potential causes of denying reservation are −
- All accommodations in hotel booked − In such case, the reservation staff refuses the reservation politely and suggests an alternative hotel in the same area or different property of the same owner in a nearby area.
- Requested type of accommodation not available − In such case, the reservation staff suggests an alternate accommodation.
- Guest/Agent blacklisted − Some guests or agents are blacklisted due to their history of payment dues against the hotel. In such case, the reservation clerk seeks for reservation manager’s advice.
Finally, the reservation section of the front office prepares the list of the reservations for the day and sends it to the front desk. The list also contains vital information such as if the guest is new or repeat, guest preferences about room location or décor. The rooms are then prepared by housekeeping.
(c) Draw a neat format of a reservation form.
Q.4. Write short notes on any five of the following:
(a) Message and mail handling
Receiving messages for in-house guests in their absence, recording them and communicating them to the guests as soon as possible is an important function of the front desk staff. The efficiency and professionalism of the hotel and the attitude of the staff is reflected by the way this function is carried out by the staff. The need for receiving message for the in-house guest is when the guest is not in the room. Usually, when a guest goes out of his room he would leave his room key at the counter where the information clerk would put it in appropriate room numbers pigeon holes. Sometimes the guest may leave his whereabouts at the reception.
MAIL HANDLING: The term mail handling covers both incoming and outgoing mail.
INCOMING MAILS: As per the policy of the hotel, the incoming mails may be received by the bell desk or the informational. Incoming mails can be divided into:
1) Mails for the guest
2) Mails for the staff
3) Mails for the management
OUTGOING MAILS: The outgoing mails can be of two types:
1) In house guest Mail
2) Mail of hotel staff and management.
1) IN-HOUSE GUEST MAIL: In case a guest wishes to send a mail or package through front office then normally this is done by the bell captain who weighs it , put an appropriate value postage stamp on it and post it on behalf of the guest. A (visitors paid out) voucher is made for the same and guest sign is obtained on it and then finally posted in guest folio or room account. To keep a record of all the postage used in the hotel they used postage book. Franking machine for stamping the envelope can also be used by the hotel.
2) Hotel Staff mail & Concerning Management: The hotel staff is usually not encouraged to send mail through hotel. But an official mail can be sent by the particular department maintaining all necessary records.
(b) Meal plans
A food plan indicates whether the rate charged to the guest for his accommodation inclusive of meals or not.
EUROPEAN PLAN: This plan covers only room charges. No meals are included in the room rate. Sometimes early morning tea is included in this plan.
Continental Plan (CP): Under this plan, guest is offered with accommodation and Continental Breakfast. Early Morning Tea (EMT) is optional. All additional charges are considered extra.
Bermuda Plan (BP): Under this plan, guest is offered with accommodation and American Breakfast. Early Morning Tea(EMT) is optional. Also known as B & B plan. All additional charges are considered extra.
American Plan (AP): Under this plan, guest is offered with accommodation along with two major meals and two minormeals. Early Morning Tea (EMT) is optional. This plan is also known as ‘all inclusive plan’ or ‘full board’ or ‘en pension’
Modified American Plan (MAP): Under this plan, guest is offered with accommodation along with one major meal andone minor meal. Early Morning Tea (EMT) is optional. . It is also called as ‘demi pension’ or ‘half board’. This facilitates the guests to eat out for one meal. It is usually used for groups where meal coupons are provided to the guests (coupon is valid only for a day) and the coupon cost is included in the room rent.
c) Retention charges
It is charged for a reservation if a guaranteed reservation has been cancelled or had become a No Show.
No matter how thorough or attentive the reservation agent had taken the reservation process there is no way to avoid an occasional reservation amendment or cancellation.
The agent’s efficiency at organizing and retrieving reservation records and related files if vital to the reservation process. The reservation agent must also be able to correctly re file the reservation records and also update the reservation reports.
Now with the use of the property management systems these tasks, especially in the areas of reservation recording, filing, retrieving, reporting and modifying. Retention’s are always charged as per the cancellation or No-Show policies mentioned on the reservation confirmation letter.
Guest often makes non- guaranteed booking rather than guaranteed reservation when they make the hotel reservation. This will avoid attracting any retention charges if they are not able to make to hotel. These optional booking are released by the hotel automatically on the cut off date or hour mentioned by the hotel at the time of booking the reservation. But situations can come that make it impossible for a guest to arrive on time. Eg:- Flight delayed, weather conditions, official issues etc.
d) OVERBOOKING
It is an act of booking more rooms than actually available by the hotel. This is a situation which arises not due to an error but is a deliberate act by the reservation section of the hotel to maintain 100% or as near to it as possible the room sale, because if there arc reservations, there are certainly going to be some cancellations and no shows. So to avoid loss of revenue and to meet the financial obligation a certain percentage of overbooking is done.
Overbooking Considerations
- — Source
- — Professions of the prospective guest (doctors, businessmen)
- — Purpose of visit.
- — Guest profile (groups, airlines, retired and elderly people, school teachers, delegates. honeymoon couples)
- — Sales history of previous period.
- — Date of booking and date of arrival gap period.
- — No show and cancellation factors for past.
- — Period of business (lean or full).
- — OVER STAYS AND COMPLETE ARRIVALS SHALL CREATE PROBLEM.
- — KEEP IN TOUCH WITH OTHER HOTELS FOR REFERRAL.
- — FIX CUT-OFF TIME
e) ROOMING OF A GUEST
Rooming is the process of installation of guest and his luggage in the assigned and allocated room. Usually this process is done by the bellboy/porter for a guest. In case of a VIP or VV IP or DG the process of escorting the guest may be carried out by a senior front office staff such as lobby manager or front office manager depending upon his status. Once the guest has been assigned a room, a key card and/or a welcome card is handed over to the guest , On it the receptionist enters the name of the guest, room number and the length of stay. The key card will have the information about the hotel printed on it. T card is an authorization for guest to collect key from the counter. The key card ham the following functions:
1. It is used as a welcome card.
2. It gives Information about the guest’s stay.
3. It confirms the signature.
4. It Is a key security card (every time the customer receive’s the key from the desk he have to produce this card so that the key is not handed over to any unauthorized pers.
5. It acts as credit security, since all residents get credit in food and beverage, restaurant and other services.
The bell boy will fill the arrival errand card and bell captain will prepare the bell captain control sheet. Room Allocation If a specific room has not yet been allocated, the receptionist may need to check on room status and allocate a room. Room status documents show which room are occupied, which are reserved, which are currently being worked on by housekeeping or maintenance and which are available for immediately.
f) Express Check-in System
In some fully automated hotels the arriving guest can self-register himself through self-registering machines located in the lobby. To facilitate and speed up the registration process these registration machines of the hotel may also be located at airports, international bus terminals and car rental agencies. etc. This system is generally used for those guests who have reservation record in the hotel reservation office. The guest uses his credit card and inserts it in the machine. The name of the guest and number of his card is automatically transferred to the hotel reservation office where it locates his reservation record. The machine prompts the guest to key in other relevant and important information concerning the booking. Then the computer, which is interfaced with a room management system, locates a suitable room for him, registers the guest and assigns room to him. Depending upon the capabilities of machine the customer may be directed to collect the room key from a key rack, which again is located somewhere near the machine or the machine may dispense the key itself. This system lacks the personal touch, which is an important aspect of hotel industry but is a very fast.
Q.5. ‘Front office plays a crucial role in guest satisfaction by ensuring a comfortable safe and pleasant stay of all in-house guests’. Elaborate on the above statement citing suitable examples.
The CRM helps the hospitality firms to customize the products and services according to the customer’s expectations in return of which the perceived value gets improved. The perceived value is calculated with the perceived quality by customers, leading to enhancement of customer delight and satisfaction.
Customer relationship management (CRM) is a strategy that can help them to build long lasting relationships with their customers and increase their profits through the right management system and the application of customer-focused strategies.
It is very correctly said that HOTEL is “HOME AWAY FROM HOME” for the guests, so the guests want to receive no or minimum dissatisfaction during their stay in the hotels.
The customers’ needs are ever-changing and for that, the hospitality organizations should be geared up and ready all the times. To implement and adopt CRM in the hospitality organizations, it is important that all the levels of management get involved into it and it should not be confined to just one customer but to all the customers who come and stay in the hotels maybe they are repeat or the first time guests.
In order to make the guests stay a pleasant and memorable experience, the hotels adopt certain security measures like
- Key Card Locks
- Security Guards
- Security Cameras / Cctv Cameras
- Fire Alarms
- Emergency Power
- Emergency Manual
- Employee Photo Id
- In Room Safes
Some other points to be considered:
- Efficient infrastructure, increased comfort
- Creating an appealing site
- Personalised service
- Homely touches
OR Explain in detail the co-ordination of front office with following departments:
(a) Housekeeping
Housekeeping and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy. Housekeeping room status can be described in the following communication terms:
- Available Clean, or Ready—room is ready to be occupied
- Occupied—guest or guests are already occupying a room
- Stay over—guest will not be checking out of a room on the current day
- Dirty or On-Change— guest has checked out of the room, but the housekeeping staff has not released the room for occupancy
- Out-of-Order—room is not available for occupancy because of a mechanical malfunction
Housekeeping and the front office also communicate on the details of potential house count (a report of the number of guests registered in the hotel), security concerns, and requests for amenities (personal toiletry items such as shampoo, toothpaste, mouthwash, and electrical equipment). These issues are of immediate concern to the guest as well as to supervisors in the hotel.
(b) Food & Beverage Service
Communication between the food and beverage department and the front office is also essential. Some of this communication is conveyed by relaying messages and providing accurate information on transfers, which are forms used to communicate a charge to a guest’s account. Communication activities also include reporting predicted house counts, an estimate of the number of guests expected to register based on previous occupancy activities, and processing requests for paid-outs, forms used to indicate the amounts of monies paid out of the cashier’s drawer on behalf of a guest or an employee of the hotel. These vital services help an overworked food and beverage manager, restaurant manager, or banquet captain meet the demands of the public. Incoming messages for the food and beverage manager and executive chef from vendors and other
industry representatives are important to the business operation of the food and beverage department. If the switchboard operator is given instructions on screening callers (such as times when the executive chef cannot be disturbed because of a busy workload or staff meetings, or vendors in whom the chef is not interested), the important messages will receive top priority.
(c) Security
Communications between the security department and the front office are very important in providing hospitality to the guest. These departments work together very closely in maintaining guest security. Fire safety measures and emergency communication systems, as well as procedures for routine investigation of guest security concerns, require the cooperation of these departments.
Q.6. Define guest cycle. Explain in detail all stages of guest cycle.
Ans. The financial transactions of the guest makes while staying in the hotel determine the flow of business through the property. Traditionally flow of cycle can be divided into a four-stage guest cycle.
1. Pre-arrival:
- At the pre-arrival stage, the hotel must create for every potential guest a reservation Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services and appropriately schedule neededstaff and facilities
- The reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues
2. Arrival: At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest.
- The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-printed pre-registration record (under some of the semi-automated and all fully automated systems).
- The registration records shall include the following personal and financial items:
a) Personal information:
- Name and Surname of the guest along with billing address, telephone number, and any other coordinates
- Passport number, birth certificate, and/or driving license number (whatever applicable)
- Any special needs or requests
- Guest Signature
b) Financial information:
1. Date of arrival
2. Expected date of departure or length of stay depending on how the system in the hotel is designed
3. Assigned room number
4. Assigned room rate
5. Guest’s intended method of payment
· Registration records can be used for various purposes:
- Satisfy guest needs
- Forecast room occupancies
- Settle properly guest accounts
- Establish guest history records at check-out [personal & financial information]
- Assign a room type and a room rate for each guest
- Determine long-run availability [i.e. reservation information] versus short-run availability [i.e. room status]
- Satisfy special categories of guests such as disabled people through barrier-free designs
3. Occupancy: At the occupancy stage, the front office department shall coordinate guest services in a timely and accuratemanner. Moreover, front office clerks should encourage repeat guests by payinga great attentionto guestcomplaints. This is ensured by placing complaint and/or suggestion cards in every public place and revenue centers in the hotel. Moreover, the hotel shall, at least on a daily basis, collect comment cards, proceed with their analysis, and provide positive feedback to guest as soon as possible.
- In addition, shall design effective procedures in order to protect the funds and valuables of guests. This might be ensured through guest key control, property surveillance, safe deposit boxes, and well designed emergency panels and exits…
- Another activity at occupancy is to process posting of guest charges [i.e. post room rates, F&B charges, additional expenses, and taxes…] to various guest folios, master Folios… While doing so, front office clerks shall continuously check for deviations from the house limit, and take corrective measures as to change the status of the guest to Paid-in-advance. Finally, front office clerks shall periodically review Account Balances in coordination with the night auditor.
4. Departure:
- At the departure stage, the guest shall be walked out of the hotel. Moreover, front office clerks shall create guest history record. Finally, cashiers shall settle guest account outstanding balances [i.e.: balance the Guest account to 0]
- In general, a proper checkout occurs when the guest:
- Vacates the room
- Receives an accurate settlement of the guest account
- Returns room keys
- Leaves the hotel
- At departure, checkout personnel should encourage guests to consider returning to the hotel on any future date. That’s why cashiers should act like a true sales person, and might eventually accept guest future reservations. That way, the stages of the guest cycle become really a cycle (i.e. start from where it ends).
If at departure, the guest account is not fully settled, then late charges accumulate. In such an undesired case, the responsibility of collection lies within the accounting department, however the front office department shall provide all necessary types of information to make this collection easier, quicker, and feasible.
Q.7. (a) Enlist any four common guest complaints.
- Dirty room: The room, or parts thereof, are shy of being immaculately clean, and can appear disgusting to the guest. This may include the floor or carpet, the wall, the upholstery, the linens, the bathroom, or the kitchen facilities, just to name a few.
- Unpleasant odors: The room exhibits an unpleasant smell to the guest. Often, the room smells like cigarette smoke, which is unpleasant for a non-smoker. Separate smoking and non-smoking rooms are supposed to alleviate this problem, though properties vary in how good of a job they do at this.
- Overcharging: The guest is charged more than s/he was quoted in advance for the stay. Can occur through hidden charges or “incidentals” not quoted in the original price, forced upgrades, the charging of a “security deposit” followed by the refusal to refund it, or false or exaggerated claims of damage for which the guest is blamed and forced to pay, to name a few.
- Dishonored coupons: A coupon has been made available to the potential customer prior to arrival that makes the price attractive. But upon arrival, the clerk makes an excuse not to honour the coupon. Often, the customer will stay anyway because they don’t feel like looking for alternative accommodation
(b) What are the important points in handling guest complaints?
1) Identifying complaints: The most frequent guest complaint can be identified by:
- Front desk log book
- Comments card
- Mailing to guest after departure
- Taking feedback while interacting questionnaire
2) Handling Complaints:
Guidelines or handling complaints:
1) LISTEN CAREFULLY- If you are in a doubt about the specific problem of the guest, then do not guess his problem but clarify it by asking and understand the nature of the problem.
2) THINK WHAT THE GUEST WANTS- When a guest complaints he might tell so many things to you therefore you should try to get important message from the guest and find out the real cause.
3) ACT IMMEDIATELY- Take immediate action and do something in front of guest so that he feels that care has been taken in his case.
4) FOLLOW UP- Merely taking an action is not sufficient so follow up action with other departments is necessary.
5) NO FALSE PROMISE- It is very dangerous to make false promise, if you can’t carry out, than do not promise otherwise you may lose not one guest but many.
6) ASK SENIORS- If you feel you can’t solve the problem ask your seniors to help you.
OR (a) ‘Guest history record helps front office give better services to guests’. Justify the statement by giving the purpose and importance of maintaining guest history record.
Ans.a) A guest history record can be used by the hotel’s sales and marketing division as a source for mailing lists or, in combination with other guest history records, can help identify guest characteristics important for strategic marketing. This information may helping the placement of advertisements, indicate the need for supplementary services, or identify potential guest service enhancements. Software for a computerized guest history system may allow the hotel to excerpt data for use in its marketing efforts, and to measure the effects of past efforts. For instance, a computerized guest history package may enable the hotel to determine the geographic distribution of its guest’s home and business addresses. With this kind of data, hotel advertising may be placed more effectively. It is important to remember that guest history files are confidential and proprietary hotel records. The hotel owes its guests protection from an invasion of their privacy.
Useful information:
- ï Postal codes – for geographic profiles of the guest.
- ï Need for conventions and conferences – to target marketing efforts
- ï FAM tours- arrange for tour operators, travel agents who can give business to the hotel
- ï Origination of reservation: corporate coming from secretaries, billboard advertisements, TV ads,etc.
- ï Frequency of guest visit- for freebies such as rooms, extra guest, dinners, etc.
- ï Types of rooms requested—non-smoking requests, king-size vs. single bed requests, pantry
- ï facilities, etc Room rates vs. occupancy patterns- requests for certain price categories
A. Quick New Reservations for Past Guests
• When new reservations are made, the system automatically searches the guest history database to determine if the guest has stayed at the property before. The search can be by name, E-Mail Address, frequent guest number, and other criteria. For repeat guests, the system uses address information from guest history, saving valuable entry time for the reservationist. For new guests, the system automatically adds the guest to the guest history master database.
• Guests who are part of the frequent guest program can use “points” to make the reservation.
B. Personalized Service in Reservations:
Many sophisticated systems provide a complete list of guest preferences for repeat guests. For example, when a repeat guest calls, the reservationist can quickly determine what room type is preferred and any special requests for cribs, non-smoking rooms, etc. This allows the reservationist to personalize the reservation process. For example, the reservationist may say, “Mrs. Smith, would you prefer a non-smoking room with a crib again this trip? And would you like to confirm this reservation with Visa Card # 2342343295234?” Remembering guest preferences lead to improved customer satisfaction and additional business.
C. Warning of “Problem” Guests:
Immediate guest history access during the reservation also allows for problem-guest warnings. For example, if the guest damaged a room last time or did not pay his bill, mark his guest history record as Do Not Rent, Blacklist, and so on. Problem guests are quickly identified and stopped prior to confirming a new reservation.
D. Reprint Folios Forever:
Guest folios can be displayed on the screen or reprinted forever, limited only by available disk space. If a guest calls several months or even years after his stay with a folio question, reprint a copy instantly. Storing folios forever also allows the system to produce various statistical reports, including revenue by source of business, market code, rate plan. state, unit type. and travel agent.
E. Personalized Letters & Mailing Labels:
The system generates personal letters to guests. The letter is created one time and then printed as often as required on your letterhead. The letter can be printed for all guests or a range of guests. A consistent mailing program to past guests increases return rates and average daily rates. Complete mailing lists are available as part of guest history. Mailing labels can be printed for all guests in zip code sequence for a bulk rate mailing. Specific targeting is also possible. For example, you could print labels for all guests from India.
F. Information-Only Inquiries (Brochure Requests, etc):
Guests can be added to the history database without making a reservation. This allows you to track ‘information only” requests. Then, the system automatically sends a letter or prints a label for these potential guests. Periodic mailings to potential guests significantly increase occupancy.
(b) Give two situations in which maintaining record would help.
1. If the guest damaged a room last time or did not pay his bill, mark his guest history record as Do Not Rent. Problem guests are quickly identified and stopped prior to confirming a new reservation.
2. When a repeat guest calls, the reservationist can quickly determine what room type is preferred and any special requests for cribs, non-smoking rooms, etc. This allows the reservationist to personalize the reservation process.
Q.8. Differentiate between the following (any two):
(a) Upselling and discounting
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Upselling |
Discounting. |
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(b) Modes and sources of reservations
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Modes of reservation |
Source of resevation |
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Written
Verbal
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(c) Manual & automated registration system
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Manual registration system |
Automated registration system |
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Q.9. Explain the following terms in one or two sentences:
(a) CVGR: Company volume guaranteed rate (CVGR)
Based on the room night potential of different companies, certain hotels give a special rate to those companies which contribute a large volume of room nights. This special rate offered came to be called as the ‘Company Volume Guaranteed Rate’ (C.V.G.R) or ‘Company Guaranteed Rate’ (C.G.R.). The higher the volume of business, the higher was the percentage of discount given. For this purpose, all those companies which offer a large quantum of business could be ‘A’ rated. As the contribution figure dipped, the company rating would also drop to ‘B’ or even ‘C’ for those with a relatively poor volume of business.
(b) Skipper
A room status term indicating that the guest has left the hotel without making arrangements to settle his or her account. The room is vacant, but believed to be occupied.
(c) C form
C Form is designed for collecting prerequisite information of foreigner guest whose accommodation is made in hotel. This is indeed requirements for security points of view. Its one copy must be submitted at the FRRO (foreign regional registration office). Name of Hotel: Full Name of Foreign Visitor.
(d) Walk-in
Sometimes, even though a hotel accepts a reservation from an individual, couple, family or group, it cannot actually accommodate them when they arrive on the agreed date! … Accepting Walk guests on behalf of another hotel is a typical example of cross-hotel cooperation.
(e) Demi-pension
An arrangement whereby a guest or resident pays, usually at a fixed rate, for room, breakfast, and one other daily meal offered in a hotel or boardinghouse; half board.
(f) Scanty baggage
The term Scanty Baggage refers to a guest with hand baggage. Such guests are a threat as they may check-out of the hotel without paying their bill. Most hotels have a policy of taking an advance as a safeguard against skipping out of the hotel
(g) No show
If a guest fails to arrive on a certain date to fulfil a booking (as all so often happens!) and does not cancel; that does not necessarily mean the hotel will lose money. … Hotels can cover themselves for this eventuality by integrating into their pricing structure something called a No-Show fee.
(h) Cutoff date
The date agreed upon btw a group & a hotel by which all unreserved rooms in the group block will be released.
(i) Stay over
The guest is not expected to check out today and will remain at least one more night.
(j) Arrival list
An arrival report used in to check the Expected guest arrivals to the hotels on any given date. This report is to be designed to give arrival guest details like, Arrival Date, Arrival time, room blocked, VIP code, Any special guest specific request or room specific requests etc
Q.10.A. State True or False:
(i) MARSHA is an example of central reservation system. TRUE
(ii) Guests who continue to stay in the hotel beyond their scheduled departure date are called stayovers. FALSE
(iii) Rates applicable to children below 12 years of age accompanying their parents is called family rate. TRUE
(iv) ADR refers to average double rate. FALSE
(v) European plan includes room rate and continental breakfast. FALSE
B. Match the following:
- Whitney system – RESERVATION
- GDS – AMAEDEUS
- Rooming list – GROUP ARRIVAL
- Paging – GUEST LOCATION
- Rule of thumb – ROOM RATE